Change Management, ITSM || 10-12Yrs || Mumbai-Thane

Role Summary 

Were seeking an experienced ITSM Global Change Management Lead to own and evolve the end-to-end Change Management process across all regions. Youll ensure changes to IT services are delivered with minimal risk and disruption while enabling business agility. This is a strategic operational role partnering with IT business and vendor teams globally.
 

Key Responsibilities

- Process Ownership: Define implement and continuously improve the global Change Management process aligned with ITIL 4 best practices.

- Governance: Chair the Global Change Advisory Board (CAB) and Emergency CAB. Review assess and authorize high-risk/complex changes.

- Risk Management: Assess change impact risk and conflicts across regions technologies and business units. Drive mitigation plans.

- Standards & Compliance: Ensure changes comply with SOX ISO 20000 and internal audit requirements. Maintain change policy KPIs and controls.

- Tooling: Own the Change Management module in ServiceNow/ITSM tool. Drive automation CI/CD integration and dashboarding for change metrics.

- Stakeholder Management: Partner with Release Incident Problem and Config Management leads. Coach regional change managers and change requestors.

- Reporting & Insights: Publish weekly/monthly change success rate unauthorized change failed change and lead-time metrics. Present trends to IT leadership.

- Training & Awareness: Build change management capability. Train new joiners application teams and vendors on process quality and tool usage.

- Continual Improvement: Lead post-implementation reviews for failed changes. Identify process gaps and drive CSI initiatives.

Required Qualifications

- Experience: 8 years in ITSM with 4 years leading enterprise Change Management in a global/multi-region setup.

- Certifications: ITIL v4 Foundation required; ITIL Strategic Leader or Managing Professional strongly preferred.

- Technical Skills: Deep expertise in ServiceNow Change module CMDB and reporting. Familiarity with Agile/DevOps release practices.

- Knowledge: Strong grasp of IT infrastructure applications cloud and network changes. Understanding of audit/SOX controls.

- Soft Skills: Excellent facilitation negotiation and conflict resolution. Ability to influence senior stakeholders and say no when risk is high.

- Education: Bachelors in IT Computer Science or related field. MBA a plus.

Preferred Qualifications

- Experience with SRE CI/CD pipelines and automated change approvals

- Knowledge of ISO 20000 COBIT or other governance frameworks

- Prior experience in BFSI pharma or other regulated industries

- Six Sigma / Lean certification for process improvement

Qualifications :

Dgree

Remote Work :

No

Employment Type :

Full-time